15/03/2009
Crisis Management
Crisis management is one of the most critical aspects of communications. If badly handled, crisis could ruin corporate reputations and even worse, could also threaten the existence of the company. Nevertheless, crisis is inevitable. It could happen to any company at anytime.
So what should be done in a crisis time? I came across useful slides about crisis management by Kami Watson Huyse, owner of My PR Pro ( a PR consultant based in Texas).
According to Huyse, there are three steps in managing crisis. She called it the “3Rs” – Research, Response and Recovery. Research is the stage where company is planning how to handle the crisis. It includes setting up emergency personnel, notifying the stakeholders and preparing the communication procedures. Response is about gathering and releasing information. Recovery includes proactive storytelling and solidifying relationships.
I would like to highlight the “Response” part. It is important that any information that is released to the media or the public is truthful. If the media find out that company is telling a lie, its credibility will be badly damaged. Also, understanding and addressing the public’s concerns is important.
PrVillage 